Objections kill deals—everyone in sales or customer support knows it. But most teams struggle with the same question: Where are our reps actually stumbling when objections come up? If you’re managing a call center, running a sales team, or stuck in yet another round of “objection handling” training, you know the pain.
That’s where Balto comes in. It’s a real-time call guidance tool that promises to help reps handle objections better, right as they happen. But here’s the deal: just slapping AI onto your calls won’t magically fix the problem. You need a plan to use Balto’s features to spot—and actually close—those objection handling gaps.
This guide walks you through a practical approach to using Balto for this exact job. It’s for anyone who wants fewer “let me talk to my manager” moments and more sales or support wins, without drowning in dashboards or vague “insights.”
Step 1: Get Real About Your Current Objection Handling
Before you even open up Balto, pause and take stock. No AI tool can fix a process you haven’t defined.
Ask yourself: - What are the most common objections your team hears? (Price? Timing? Features? Trust?) - How are reps supposed to respond? Is there a playbook, or is everyone winging it? - Are you already recording and reviewing calls, or is this new?
Pro tip: If you don’t have a list of your top 5 objections and ideal responses, make one now. You’ll need it.
Step 2: Set Up Balto to Track Objections that Matter
Balto’s power is in its real-time listening and prompting, but it only works as well as what you tell it to look for.
How to set up Balto for objection tracking: 1. Build your “Objection Library.” - Plug in those top 5–10 objections from Step 1. - Use real phrases customers say, not just textbook objections. (e.g., “That’s too expensive” and “My budget’s tight.”) 2. Define the ideal response for each objection. - Be specific. “Explain value” is vague. “Compare cost to competitor’s monthly price” is clear. - Enter these into Balto as recommended responses or prompts. 3. Map variations and synonyms. - Balto’s AI is decent, but not psychic. If customers say “That’s pricey” instead of “too expensive,” train Balto to catch both.
What to skip: Don’t bother tracking objections that rarely come up, or “gotcha” scenarios that aren’t coachable. Focus on the 80% that kill your deals.
Step 3: Use Real-Time Guidance—But Don’t Trust It Blindly
Balto’s main feature is jumping in during live calls when it hears an objection, nudging reps with what to say. This is genuinely helpful if your reps actually follow the prompts.
Best practices: - Encourage reps to use the prompts, not read them word-for-word. Robots talking to humans is a turnoff. - Monitor how often the prompts are triggered. If objection prompts rarely appear, either Balto’s setup is off or reps aren’t surfacing real objections. - Listen to a sample of calls. Check if the AI is catching the right objections and if the responses actually help.
What doesn’t work: Assuming “more prompts = better calls.” If reps are overwhelmed with popups or ignoring Balto, it’s time to simplify.
Step 4: Review Balto’s Reporting—Look for Patterns, Not Just Numbers
Balto spits out lots of data: how often each objection pops up, which reps see which prompts, and what happens next. The trick is to look for patterns that tell you where your team struggles.
How to spot objection handling gaps: - Compare objection frequency to outcomes. Are certain objections linked to lost deals or unresolved support tickets? - Reps who see lots of prompts but still lose deals: They might need more training, or the prompts aren’t working. - Objections that never get flagged: Maybe Balto’s missing them, or reps are dodging tough topics.
Skip: Don’t get distracted by “engagement” metrics (“X% of reps used Balto today”). Focus on whether objection handling is actually getting better.
Step 5: Use Insights to Train and Adjust—Iterate Fast
Once you know where the gaps are, don’t just send out a PowerPoint. Use Balto’s data to target your coaching.
What actually works: - Short call reviews: Pick a few examples where objection handling failed or succeeded. Play them for the team—no shaming, just learning. - Update the playbook and prompts. If a response isn’t working, rewrite it. Test new phrasing in Balto. - Pair strong and weak performers. Have top reps share how they handle tough objections (and capture those responses in Balto).
What to ignore: Don’t try to “fix” everything at once. Prioritize the most common or costly objection gaps first.
Step 6: Keep it Simple and Iterate
AI tools love to promise “continuous improvement.” In real life, what works is simple cycles of review and adjustment.
- Review objection data every week or two—not daily, not quarterly.
- Swap out or tweak prompts that don’t help.
- Celebrate small wins. If your team gets better at one objection this month, that’s a win.
Pro tip: Ask reps what’s actually helpful about Balto and what’s just noise. They’ll tell you if you listen.
Honest Takes: What Works, What Doesn’t, What to Watch Out For
- Balto works best when you use it to reinforce real objection handling skills, not as a crutch for untrained reps.
- Setup takes effort. If you rush through configuring objections and responses, you’ll get garbage in, garbage out.
- Not all objections are equal. Some “objections” are just brush-offs. Focus on the ones that matter.
- Don’t trust AI to catch everything. Balto’s good, but humans still need to review calls and tweak the system.
- Don’t expect a miracle. You’ll still need to coach reps and revisit your playbook. Balto is a tool, not a silver bullet.
Keep It Simple—And Keep Going
Getting better at objection handling is a process, not a one-time fix. Use Balto to shine a light on your real gaps, make focused changes, and don’t overcomplicate it. Review what’s working, ditch what’s not, and keep your team in the loop.
No tool will save you from doing the hard work—but the right setup can make it a lot less painful. Keep it simple, iterate, and your team will get sharper call by call.